Technical Team Leader (Managed Service Centre)

If you have experience in 3rd Line support in Data Protection and Cloud Operations and would now like to start mentoring and training a team, then this is the perfect opportunity to join a stable forward thinking company.

Job Purpose

The Managed Service Centre - Technical Team Lead is responsible for overseeing the technical operations of the Managed Service Centre, with a particular focus on Cloud Operations and Data Protection. The role involves implementing and refining processes, identifying knowledge gaps within the team, providing technical mentorship, and ensuring that ServiceNow tickets are efficiently managed. The Team Lead will also serve as a key escalation point and assist in the day to day running of the team.

Primary Responsibilities

• Shift Leadership: Manage and support shift leaders to ensure that operational standards are met across the team.
• Knowledge Transfer: Facilitate knowledge sharing across shifts, ensuring that all team members are up-to-date with current processes, and provide training on new procedures or technologies as needed.
• Policy and Procedure Development: Create and update technical policies and operational procedures, focusing on improvements in cloud operations, secure data backups, and disaster recovery processes.
• ServiceNow Queue Management: Manage ServiceNow technical queues, ensuring incidents, cases, and requests are handled within SLA requirements.
• Client Escalations: Handle client escalations, resolving complex issues related to cloud infrastructure and data protection strategies.
• Backup and Data Protection: Oversee and ensure the secure backup and recovery of client data, with an emphasis on encrypted backup solutions, disaster recovery, and compliance.
• Incident and Escalation Management: Handle incident and escalation management, ensuring a swift resolution to issues, with a particular focus on cloud environments like Azure, Wintel, and other backup technologies.
• Team Upskilling: Identify gaps in technical knowledge and upskill team members in key areas such as cloud operations and encrypted backups.

Key Accountabilities

• 24/7 Monitoring: Oversee the continuous monitoring of internal and client network and server infrastructure using tools such as SolarWinds, LogicMonitor, ServerGraph, and Halcyon, ensuring early detection of issues.
• Cloud Operations Management: Lead the team in managing cloud infrastructure, with a focus on secure data storage, backup processes, and disaster recovery across multi-cloud environments (e.g., Azure, AWS).
• Encrypted Backup Management: Ensure the implementation of secure, encrypted backup solutions for clients, providing support and guidance for restoring data in case of disaster or failure.
• Third-Party Vendor Management: Log and manage incidents with third-party providers, ensuring they are escalated and resolved within agreed SLAs.
• Incident Lifecycle Management: Ensure all incidents are logged, assigned, and escalated to appropriate support groups as needed, tracking them through to resolution.

Technical Support: Provide hands-on technical support for a wide range of cloud and backup technologies, such as Azure, Wintel, Data Protection, and mentor the team in the same.

Skills and Experience:

• Technical Expertise: Strong operational knowledge and hands-on experience in cloud operations (Azure, AWS, IBM Cloud), data protection strategies (including Spectrum Protect and Veeam backups), and monitoring tools (SolarWinds, LogicMonitor, etc.).
• Backup and Recovery Expertise: Proficiency in configuring and maintaining secure, encrypted backup solutions, including the ability to troubleshoot backup failures and ensure data integrity during restores.
• Incident, Problem & Change Management: Solid experience with ITIL frameworks and the ability to manage incidents, problems, and changes effectively from an operational perspective.
• Client-Focused: Solution-oriented with the ability to prioritize client satisfaction while balancing contractual requirements and technical limitations.
• Team Leadership: Demonstrated experience in managing and mentoring technical teams, including shift leaders, with a focus on team development and process improvement.

Cloud Security Awareness: Knowledge of cloud security best practices, especially around the encryption of data at rest and in transit, ensuring compliance with data protection regulations.

Person Specification:

• Strategic Thinker: Ability to think strategically and implement solutions that align with both business needs and technical best practices.
• Strong Communication Skills: Exceptional written and verbal communication skills, with an emphasis on clarity and attention to detail, especially when conveying technical information to non-technical stakeholders.
• Proactive and Solution-Oriented: A self-starter with a commitment to resolving technical issues efficiently, anticipating potential challenges, and proactively addressing them.
• Collaborative Team Player: Demonstrates strong team collaboration skills, fostering a cooperative environment within a 24x7 operation while mentoring team members.
• Accountability & Results-Driven: Takes ownership of responsibilities and is driven to achieve tangible results, with a focus on high-quality service delivery and client satisfaction.
• Adaptable and Resilient: Able to work flexibly, handling unexpected issues and providing shift cover when necessary, demonstrating resilience in a dynamic, fast-paced environment.

Commitment to Continuous Learning: Willingness to invest time in learning new skills, researching emerging technologies, and maintaining current knowledge in cloud operations and data protection trends.